quality officer

2 weeks ago

United Arab Emirates UltraCrete Full time

We are seeking an Emirati National Hotel / Resort Manager for our client in Al Ain. The Hotel / Resort Manager will be responsible for overseeing the day-to-day operations of the hotel or resort, ensuring the highest standards of guest satisfaction, operational efficiency, and profitability. This leadership role requires excellent organizational, financial, and management skills, as well as a deep understanding of hospitality industry standards and practices. The Hotel / Resort Manager will collaborate with department heads, staff, and external partners to maintain the property's reputation for excellence, ensure smooth operations, and drive long-term business success.

Responsibilities:

1. Operational Management:

  • Oversee daily hotel or resort operations, ensuring high standards of quality and service across all departments (front office, housekeeping, food and beverage, maintenance, etc.).
  • Monitor all operations to ensure guest satisfaction is met, service quality standards are maintained, and operational targets are achieved.
  • Coordinate with department heads to ensure smooth operations and efficiency in all areas of the hotel / resort.
  • Develop and implement operational policies and procedures that align with the brand's standards and the expectations of guests.

2. Staff Leadership and Development:

  • Lead, motivate, and manage a team of department heads and staff, promoting teamwork, guest service excellence, and a positive work culture.
  • Conduct regular performance evaluations, provide constructive feedback, and address any employee-related issues to foster a high-performing team.
  • Implement ongoing staff training programs and professional development opportunities to enhance service delivery and operational efficiency.
  • Ensure adequate staffing levels and manage recruitment, onboarding, and employee retention efforts for all hotel / resort positions.

3. Financial Management:

  • Develop and manage the hotel or resort budget, ensuring financial targets and profitability goals are met or exceeded.
  • Oversee revenue management strategies, including pricing, booking systems, and promotions to maximize revenue generation and occupancy rates.
  • Monitor and control operational costs, ensuring expenses are within budget and resources are utilized efficiently.
  • Prepare financial reports, analyze performance metrics, and take corrective action when necessary to improve financial performance.
  • Ensure timely and accurate billing, invoicing, and payment collection processes.

4. Guest Experience & Satisfaction:

  • Ensure that all guest interactions are handled professionally, courteously, and efficiently to deliver exceptional guest service.
  • Address guest complaints and concerns in a timely and professional manner, ensuring customer satisfaction and loyalty.
  • Oversee quality control of guest accommodations, amenities, and services to ensure consistently positive guest experiences.
  • Implement guest satisfaction surveys and utilize feedback to continuously improve service and operational standards.
  • Promote an atmosphere of luxury and personalized service, ensuring that guests feel valued and well taken care of during their stay.

5. Property Maintenance & Safety:

  • Ensure the property is maintained to the highest standards of cleanliness, safety, and upkeep, including all rooms, public areas, and facilities.
  • Work closely with the maintenance and housekeeping departments to address any repairs, issues, or special requests promptly.
  • Ensure compliance with local health and safety regulations and industry standards, including fire safety, emergency protocols, and environmental sustainability.
  • Oversee risk management practices, including insurance and security, to protect the property, guests, and staff.

6. Strategic Planning & Reporting:

  • Collaborate with senior leadership and ownership to set long-term goals, define strategies for growth, and implement action plans for business development.
  • Analyze market trends, competitor activities, and guest feedback to continuously adapt and enhance the property's offerings.
  • Prepare and present detailed reports on hotel performance, guest satisfaction, financial performance, and operational goals to senior management or ownership.
  • Ensure the property is positioned as a market leader in terms of service, reputation, and profitability.

Requirements:

Qualifications:

  • A Bachelor's degree in Hospitality Management, Business Administration, or a related field (Master's degree preferred).
  • Minimum of 3-5 years of experience in hotel / resort management, with at least 2-3 years in a senior leadership position (e.g., Assistant Manager, Operations Manager, or similar).
  • Experience managing a hotel or resort with multiple departments (front office, food & beverage, housekeeping, maintenance, etc.).
  • Proven track record of driving revenue growth, improving guest satisfaction, and managing a team effectively.
  • Knowledge of hospitality industry standards, best practices, and local regulations.

Salary: AED 7000 to AED 8000 (Accommodation, Visa, Food, Medical Insurance included)

Nationality: Emirati National

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